IT Support Lead

A highly regarded and rapidly growing insurance organisation is seeking an experienced IT Support Lead to become the trusted face of IT across the business. This is a fantastic opportunity for someone who combines strong IT Service Management expertise with outstanding stakeholder engagement skills. You’ll play a central role in shaping the IT support experience, influencing service delivery, improving processes and becoming the go-to technology partner for colleagues across the organisation.

This is not a traditional management role. Instead, you’ll lead through expertise, relationships and influence, helping to drive service excellence across both internal teams and third-party providers. What you’ll be doing:

• Acting as the visible and approachable face of IT across the business
• Managing and coordinating escalated support incidents and requests
• Driving continuous improvement across support processes and procedures
• Working closely with Infrastructure, Business Systems and Project teams
• Managing relationships with outsourced support providers
• Reviewing service performance and driving improvements
• Defining and reporting on service metrics and user satisfaction
• Supporting audit and compliance activities
• Developing knowledge management and self-service capabilities
• Supporting the transition of new technologies into BAU support

• Significant experience within IT Support, Service Desk or IT Operations environments
• Experience leading support functions, service delivery activities or operational support teams
• Strong ITIL knowledge and Service Management experience
• Experience managing third-party suppliers and support partners
• Microsoft 365 support experience including Entra ID, Exchange Online and SharePoint Online
• Strong stakeholder engagement and communication skills
• Passion for delivering exceptional customer service
• Ability to explain technical concepts to non-technical audiences, * High levels of visibility across the organisation
• Influence the future direction of support services
• Modern technology environment
• Strong investment in technology and change
• Collaborative culture with excellent career prospects